About this role
<p style="margin:0.0cm;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">In this role, you lead the end-user support and digital workplace services within our global ICT environment. You ensure high-quality, stable, and user-focused service delivery and combine strong people management with process excellence. By doing so, you continuously improve the workplace experience while aligning business needs with IT solutions.</span></p><ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">You lead and develop several team leads and specialists, ensuring strong ownership, accountability and continuous growth.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">You are responsible for the performance of end-user support, ensuring SLAs are met and user satisfaction is continuously improved.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">You drive structure and clarity by improving processes, sharpening communication and setting the right priorities in a complex environment.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Acting as the key interface between business and IT, you align priorities and translate business needs into clear actions for your team.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">You define and drive the roadmap for workplace and collaboration tools, focusing on simplification, automation and improved user experience.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">You strengthen digital adoption by introducing self-service solutions and increasing user knowledge through training initiatives.</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">External vendors and outsourcing partners are managed closely to ensure quality, cost-efficiency and reliable delivery.</span></li> </ul><p style="margin:0.0cm;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">To be able to achieve the above and be successful in this role we believe you need to have:</span></p> <p style="margin:0.0cm;font-size:9.5pt;font-family:'Cocon Light'"> </p> <ul style="margin-bottom:0.0cm;margin-top:0.0px"> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">A Master’s degree in ICT, Engineering, Applied Economics or a related field</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Around 5–10 years of experience in service delivery, workplace management or a similar role within a large, international environment</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Proven experience in people management, ideally managing team leads or working with virtual/international teams</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Good understanding of ITIL processes and a strong focus on process improvement and service quality</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Experience in stakeholder and vendor management in a complex organization</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">A structured and organized mindset, with the ability to manage multiple priorities and bring clarity in a fast-changing environment</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Strong communication skills, with the ability to act as a bridge between business and IT</span></li> <li style="margin:0.0cm 0.0cm 0.0cm 0.0px;font-size:9.5pt;font-family:'Cocon Light'"><span style="font-size:10.0pt;font-family:Aptos, sans-serif">Fluency in Dutch and English is required; French is a plus</span></li> </ul>